Customer delight : universal remedy or a double-edged sword?
Year of publication: |
2017
|
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Authors: | Ludwig, Nadine L. ; Heidenreich, Sven ; Krämer, Tobias ; Gouthier, Matthias |
Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 27.2017, 1, p. 23-46
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Subject: | Customer loyalty | Customer delight | Anger | Disconfirmation of expectations | Surprise | Konsumentenverhalten | Consumer behaviour | Emotion | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
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